Complaints

Our Commitment to You

Our aim is to provide you with excellent customer service. Occasionally, we may fail to meet your expectations, mistakes can happen, and when they do, we will try to put things right as quickly as possible. This document tells you about how we deal with any complaints you may have and aims to demonstrate our commitment to customer service.

If you have a complaint

It is important to us that all complaints are resolved quickly as possible and to the complete satisfaction of our clients.

To make a complaint you can contact our Principal, Key2Lease Ltd in a number of ways;

Telephone:   01522 440440

E-Mail:          customersupport@key2lease.co.uk

In Writing:    Key2Lease, Mayden House, Black Horse Drive, Lincoln, LN6 9UJ

What happens next

We will attempt to resolve your complaint as fairly and as promptly as possible. We will investigate your complaint quickly but to ensure we reach a fair outcome for you, we want to conduct a through investigation and this can take time. We will assess the details of your complaint thoroughly, fairly and impartially to reach a decision. To help us to do this, please make sure you have provided us with the following information;

• Your Name, Address and Telephone Number
• The Registration Number of you vehicle, Account Number or Reference Number
• A clear description of your concern or complaint
• Details of what you would like us to do to put things right
• Any supporting information or documentation

We aim to resolve the majority of complaints over the telephone. Where we believe that the complaint is not related to us, but is answerable by another party, we will forward your complaint to that party and inform you of our actions in writing.

Keeping you updated

Our aim is to reach a conclusion within 28 days of receipt of your complaint, but this can depend on the complexity of your case. If we haven't resolved your complaint by this time we'll ensure you are kept updated on the progress of our investigations. In the event that your complaint has not been resoolved within 8 weeks from the date of receipt, we will provide you with a further update on the progress of our investigation, explaining why we are not yet in a position to provide you with a decision.

Notification of our decision

Whenever possible we'll always try to inform you of our decision by telephone. In cases where we have not resolved your complaint by the end of the next business day, we'll also confirm our decision in writing to you in a final response letter. This letter will detail a full account of our findings and the rationale for our decision.

If you are not happy with our decision

BVRLA Conciliation Service

As a Leasing Broker Member of the British Vehicle Rental and Leasing Association (BVRLA), any unresolved disputes may be referred to the BVRLA by either the customer or by trueFleet.

The BVRLA is approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015.

Details should be submitted by E-Mail however if you do not have access to E-Mail, details can be sent by post.

E-Mail:          complaint@bvrla.co.uk

In Writing:    British Vehicle Rental and Leasing Association, River Lodge, Badminton Court, Amersham, HP7 0DD

The BVRLA Conciliation Service will investigate potential breaches of the BVRLA Code of Conduct and will aim to resolve the matter using the information presented by both parties to the dispute. Any information requested from trueFleet will be sent to the BVRLA within five working days. Based on the information available, the BVRLA will provide both parties with it's findings and recommendations.

The BVRLA aims to resolve complaints through the Conciliation Service within 30 days and members must comply with the Conciliations Service's findings.

What is the Financial Ombudsman Service

Our aim is to resolve your complaint directly with you, but if you aren't happy with our final response, or 8 weeks have passed since your initially raised your complaint with us, you may have the right to refer your complaint to the Financial Ombudsman Service. The Financial Ombudsman Service was set up by law to give most consumers a free, independent service for resolving disputes with financial firms. You have a period of 6 months to refer your complaint to the Financial Ombudsman Service. The 6 months starts from the date of the final response letter or 8 weeks after we received your complaint. Further details on the service provided by the Financial Ombudsman Service are included in the booklet entitled "Your complaint and the Ombudsman" which we will provide to you at the appropriate point. 

The contact details for the Financial Ombudsman Service are;

Telephone:   0300 1239123 or 0800 0234567

E-Mail:          complaint.info@financial-ombudsman.org.uk

In Writing:    The Financial Ombudsman Service, Exchange Tower, London, E14 9SR

If your complaint is in respect of any other issue other than a consumer contract, our Principal Key2Lease are members of the British Vehicle Rental and Leasing Association (BVRLA) Membership number is 7584.